Excited to help scale operations to support the rapid growth of this innovative provider of Healthcare service as it expands to provide Home and Residential care services nationally across Australia.

Led delivery of all Home Lending investment initiatives under a single multi year program to drive consistency across NAB’s Retail, Direct, Digital and Broker channels, to simplify and digitise the painful and complex application process, empower customers with self service capabilities, and close a significant number of weaknesses in operational controls. A key aspect was the established persistent multi-disciplinary teams of business, technology and delivery professionals, able to autonomously drive design and delivery of rapid incremental outcomes for customers and bankers, using agile working practices.

Led the turnaround and successful delivery of regulatory program to delivery a change in operating model for secured lending to Business and Private Banking customers. This entailed extensive changes to font line banker operations and the establishment of a 400 person Centre of Excellence for Credit Assessment and Fulfilment.

Supporting ANZ’s strategy to simplify and automate end to end customer journeys to enable digital transformation and improve customer experience. Responsible for program establishment and mobilisation of multiple squads using Lean, Human Centred Design, and Agile concepts and practices to redesign key customer banking processes, focusing initially on end to end secured Lending for Home buyers and Small Business, and Consumer Customer Servicing.

Accountable for delivery of numerous sponsored transformation agenda initiatives, leveraging ANZ’s BPM platform, document management and automation tools. This involved establishing ongoing processes and collaborative multi-disciplinary project teams totally ~120 staff, plus delivery partners, using both agile and waterfall delivery practices . Annual spend ~$40M.Responsibilities included planning, prioritising and delivery oversight of the transformation agenda and managing relationships with internal and external delivery partners. Also had prime responsibility for the innovation and continuous improvement of ANZ’s Standardised Workflow application and ensuring widespread global adoption of the tool to improve customer experience and operational control.

Led a multi-year ($120M) program to deliver substantial improvements and efficiencies in ANZ’s operational processes through re-engineering and standardisation. The program established new capabilities for Business Process Management (BPM) using Pega Systems, coupled with Filenet document management and automation through integration with core systems to deliver tailored business solutions for Payments Enquiries Resolutions, Card Transaction Disputes, International Travel Cards, and Enterprise Standardised Workflow.

Responsible for the planning and oversight of the outsourcing of a portfolio of defined benefit occupational pension schemes from the Scheme Trustee administrator, to PIC's scheme administration partner.

Led program teams delivering extensive and varied agenda of change projects for iPSL clients Barclays, HSBC & Lloyds Banking Group to enhance cheque and credit processing and reduce operational costs, including: delivery of strategic image archive solution, compliance with T246 faster payments, and core clearing infrastructure replacement. Also led client engagement for several new business opportunities.

Successfully led the establishment of a new Liberata Operations capability to administer one million life and pension policies outsourced by UK life assurance company, involving the migration of data from Paxus to Liberata’s Amarta platform.

Led the restructure of UK and Offshore IT Operations. Rationalised UK wide service desks from nine to four. Led liaison with third party to develop proposition to outsource desktop services.

Multiple programs including: , Consolidation of regulated complaints functions, Restructuring and outsourcing of Barclays Life’s operations, Remediation of failing outbound Call Centre, Workflow and Imaging deployment.

Established and led a team of project delivery professionals responsible for planning and delivering the technology, operational, and regulatory change agenda at Barclays Life.

Managed delivery of various new product launch, system function enrichment, and regulatory response initiatives for Pensions and Life Assurance at Barclays.

Implementation and change roles at Barclays Wealth supporting establishment, development and management of stakeholder pensions, life assurance and investment propositions.

Variety of team leader and administration positions in Barclays Financial Services Customer Operations and Service Centres directly supporting Barclays customers and front line staff.